3,751 Customer Reviews over 94 pages
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-04-26
- Comments
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Do not waste your time and money with plusnet, they have the worst customer service ever and the broadband is the worst I have ever experienced. I have had it installed for 3 months now (from 7mbps to 17mbps but real speed is 9mbps). The internet never works and I constantly find myself having to use prepaid internet bundle or go to a friend to use their internet. In addition they are very slow at resolving issue and will always find ways to blame you for the poor internet and never their services.
I am a student and need internet everyday for work but they keep on letting me down.
Take my advice and pay slightly more elsewhere but avoid plus net at all cost, I am learning it the hard way and will end this contract no matter what for they are just CRAP!
- Location
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- Location
- Worcester
- Reviewing
- Plusnet
- Date
- 2016-04-24
- Location
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- Location
- Ashton Under Lyne
- Reviewing
- Plusnet
- Date
- 2016-04-23
- Location
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- Location
- Stanley
- Reviewing
- Plusnet
- Date
- 2016-04-23
- Comments
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Very poor Internet and even poorer wifi, customer services is a joke they tell you your area has good connection speed, this is rubbish as it keeps loosing connection. They want to charge you to send an engineer out even after months of calls and setting changes. My advice stay well away from plusnet.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2016-04-21
- Comments
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Ordered and paid for my broadband and internet at a overall cost of over £80 on 3 April, and after multiple issues, been given the wrong information about whether to be at the property or not for phoneline testing, rescheduling as a result and duplication of orders by PlusNet, I still don't have internet for at least the next 3-5 working days!!!We are now on 21/04/2016 and by the time my line will be working (hopefully) it will be longer than 3 weeks. Terrible customer experience, terrible answers and shifting of blame to BT without an adequate response or solution, not getting back to you without having to contact them first. Also, every time you call you end up waiting for consultants, sometimes up to 15-20min.
Rather avoid and go somewhere else unless you are extremely patient and don't care for having internet anytime soon.
So frustrated with the terrible service I have received so far, and to top it all off PlusNet has advised that they can't even cancel the order until they have completed it.
- Location
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- Location
- Wakefield
- Reviewing
- Plusnet
- Date
- 2016-04-21
- Comments
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3 times since November my phone has gone off and my broadband below 1mg, I am disgusted with this, it happened a couple of time before last November too, no joy from rude customer service people. I am going to change supplier to one that can deliver the service they are taking the money for, HOW YOU ARE GETTING AWAY WITH THIS PLUSNET I REALLY DON'T KNOW. YOU DIDN'T DO ME PROUD. What rubbish, avoid at all costs
- Location
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- Location
- Portchester
- Reviewing
- Plusnet
- Date
- 2016-04-19
- Location
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- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2016-04-19
- Location
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- Location
- Carlisle
- Reviewing
- Plusnet
- Date
- 2016-04-18
- Comments
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I was with Sky but wanted to change for a better deal and Plusnet had the better reviews and was cheaper.
Having started with Plusnet everything started off great except for the signal strength which, to be honest, was pathetic. With Sky I could get a signal at the bottom of my garden (roughly 30m from the router) with Plusnet I was lucky to get a decent signal in the kitchen (roughly 10m from the router) so ok, I bought a couple of signal boosters which gave me a bit more range. However that was not the problem, the problem was the WiFi. It would just cut out intermitantly which was no good if you were streaming something. My son used to play online games but gave up because he would constantly be disconnected (not a bad thing).
I rang up several times and was told that everything was working fine which funnily enough it was (as I said, intermitantly) when I was on the phone but they said they would monitor it. I also told them about the signal boosters and they said they may be the cause so I disconnected them. Funnily enough still playing up.
It worked perfectly when attached to an Ethernet cable but as I said to the bloke on the phone, I can't exactly plug phones or tablets in plus if I wanted to use my Laptop anywhere else other than near the router was a joke.
I rang up one day when the internet was completely off and the bloke on the other end of the phone was spot on and a real help. I told him the problem and he said that it was showing as ok when it wasn't working. After spending about an hour going through loads of things which didn't work he said he would send an engineer out but said that if the fault was at my end then it would cost me £50 ok not a problem so he went ahead and passed it to the engineer department and told me that they would contact me within 48hrs to arrange a visit. Nice one.
I then told him that I was actually going to ring up to cancel my contract because I wasn't getting what I was paying for but because he was so helpful I would wait and see if it could be fixed.
Then the real problem started. 7 days later and still no phone call off an engineer but the internet having started to work again was still playing up so I rang up to cancel fully aware that I still had 6 months contract left and I would have to pay the cancellation fees.
What an absolute farce!
I was told the the Direct Debit at the end of the month would cover this and that should be it (it was the 1st of the month) I asked if that was correct and they said yes, great I thought.
I am now back with Sky who, after telling them that I was a returning customer and the reasons why. They offered me a great package and good deal.
Plusnet on the other hand are still trying to take money off me even though they were told on the phone and in writing the day that I was leaving them and going back to Sky. I am sick of ringing them up and asking why they still want money off me when I no longer have a contract with them and each time it's the same. 'I'm so sorry sir, let me look into it... ah yes you are due a refund.'
2 minutes later I'm getting another email saying I owe them or that this months bill is £xx.xx and will be taken on this day.
Plusnet... You haven't done me proud!
Would I recommend them? No chance, the Wifi signal is pathetic and the customer service obviously does not speak to each other.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2016-04-18
- Comments
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I joined plusnet due to them being cheap and affordable and was hoping for nothing amazing but at least some kind of internet, instead i got a house phone that doesnt work and internet that cuts out on a daily basis. I contacted plus net and to be fair they did improve the reliability of the broadband slightly but the underlying problem of a dropping commection persisted. I have been with plus net for over 8 months and have not resolved this issue and for that reason i have moved to virgin. You get what you pay for. Plusnet is cheap because it is rubbish avoid them at all costs!
- Location
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- Location
- Lancs
- Reviewing
- Plusnet
- Date
- 2016-04-18
- Comments
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I'm REALLY disappointed with PlusNet!!! I'd been a customer previously but reverted back to Sky to get a set top box when the last one gave up. The plan was always to go back to PlusNet as they had been good, IN THE PAST.
Signed up, paid, and then waited, and then waited a bit more, and waited more. Eventually called them 1 month after it was supposed to be switched over.
They hadn't done it. No apologies, no nothing. Offered to refund my money but no other solutions offered.
What was once a good company now seems to have gone down hill, rapidly.
- Location
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- Location
- newcastle
- Reviewing
- Plusnet
- Date
- 2016-04-16
- Comments
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it took 8 days to get a problem sorted my broadband tv went down and had intermittent wifi problems after 6 days they got back to me and took a further 3 days to sort they said my router was out of warrantee but I only got it in july 2015 then they said borrow a router form someone else ( I go to a friend and say can I turn your internet off for the next few days) they had replaced the router 2 months ago so we had two both showing the same fault they would never accept that it could be the modem they have now replaced it with a new modem and router combined unit and it all works thanks for the delay plusnet can I have a refund for the time it did not work
- Location
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- Location
- ringmer
- Reviewing
- Plusnet
- Date
- 2016-04-16
- Comments
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I have been with plusnet for some years now and have had no problems with them so far. Have just spoken with there customer services [Jo] who was extremely helpful.
- Location
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- Location
- Gloucestershire
- Reviewing
- Plusnet
- Date
- 2016-04-16
- Comments
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I read reviews about plusnet and their awfule product and service but despite that, because they were alot cheaper than BT (and I understood owned by BT) I changed.
First off they put me on a lower speed than I was paying for and it was only recognised by them when I flagged it up. Then they claimed that they could not put me on the package that they originally said was available (yet BT were able to and BT say that they still can when I return to them).
Overridingly the customer service from Plusnet is appalling - as with the majority of other reviews. The call queue's to get through are very lengthy 20mins, 30 mins not uncommon and very often you are then told that the team you need to speak to are not available and that they cannot pass a message or get them to follow it up, and that the customer needs to call back and wait again to get connected.
I've learnt from my mistake and moving away from Plusnet. Yes, its cheaper but it's cheaper for a reason - useless product and useless customer service.
- Location
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- Location
- Salibury
- Reviewing
- Plusnet
- Date
- 2016-04-15
- Comments
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If I had been aware of how rude and generally bad there customer service was before I had a problem we would not have never gone near them . Lies seem a standard with this lot .
- Location
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- Location
- oxfordshire
- Reviewing
- Plusnet
- Date
- 2016-04-13
- Comments
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0.3 mbs.. thats POINT THREE not three, total garbage service, and as a new customer I was told that if I leave I will be fined £290, despite providing such a pathetic service. What a lovely company, thanks Plusnet.
- Location
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- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2016-04-12
- Comments
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Do not believe their publicity. It is total nonsense. Hold on the phone on an hour to get through to someone who is not an expert and cannot solve your problem.
- Location
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- Location
- Solihull
- Reviewing
- Plusnet
- Date
- 2016-04-12
- Comments
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Was with them for ages. Changed to improve broadband speed and that they are only interested in new customers.
1. The ripped me off for £100 up front phone rent.
2. They charged me a fortune to switch their broadband off!(i had been with them for years)
3. They then threatened me to get a further 1.98! after they cancelled my direct debit
Absoloute theivery, avoid them at all cost.
- Location
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- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2016-04-11
- Comments
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I have just finished my first year with PlusNet and the broadband speed and reliability has been good.
However, the problems started once my discount ran out after 12 months and my bill was hiked up, I spoke to them on multiple occasions to try and agree a reduced price for signing up to a new contract, but had 2 issues with them.
Firstly, I was on hold for at least 20 minutes before I could speak to anyone every time I tried to phone them (sometimes it was even substantially longer than that!)
Secondly, the only thing they would offer me was a couple of quid off a month if I signed up to a new 24 month contract. But this was still £10 more a month that what they would be offering me if I was joining as a new customer and would only have to sign a 12 month contract. As a result, I switched to a new provider.
So in summary, if you have no need to have to contact them then the first year is hassle free and reasonable cheap, however if you do need to contract them then make sure you have at least the next hour free before trying.. Then after the first year they’ll just rip you off!!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-04-09
- Comments
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Worst broad band ever! Don t go there!!! internet doesnt work and go slowly. We have problems every other day.. And almost never have internet access. Is four of us living in the house and 2 have to constantly use their 4g phone connection as internet doesn t work, and also it is quicker. If you call them you have to wai at least one hour and they do mot fix the problem... So you basiccaly have to pay every month for a service you don t get!
- Location
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- Location
- Lincolnshire
- Reviewing
- Plusnet
- Date
- 2016-04-09
- Comments
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Awful customer service and extremely long holding times to get through to somebody.
We experienced problems from the start (joining date was extended due to "problems" from 9 to 30 of October), contradictory and incorrect information throughout when we experienced any problems. Took money off us for the deliver of a fibre optic router then when chased for the service said they were unable to provide it!
- Location
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- Location
- Windermere
- Reviewing
- Plusnet
- Date
- 2016-04-08
- Comments
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What a waste of time. Twice they took my order for fibre b/band and twice they cancelled it, along with the protracted rigmarrole of trying to get my deposit back. Look elsewhere.
- Location
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- Location
- Broadstairs
- Reviewing
- Plusnet
- Date
- 2016-04-06
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2016-04-06
- Comments
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Awful service, from the actual Broadband to when something goes wrong in their call centers you will be waiting for hours on online chat while they dither around. Very slow indeed at rectifying problems and it took a year and CISAS involvement to get a correct refund of monies owed when I left their contract. Make sure you bill them for your wasted time through CISAS, cost them a lot of money for messing me around.
- Location
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- Location
- Lochgelly
- Reviewing
- Plusnet
- Date
- 2016-04-06
- Comments
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Was meant to to be on line on the 4th of March, paid up front costs the usual stuff... I'm still waiting I keep in contact but keep being fopped off, different excuses each time from there checking the line or I have to wait 72hrs, than passed O to some one else.
Never giving a proper answer, my phone line is fine been checked countless times and I was previously with sky with no issues.
I get the feeling bt enginer has been a lazy #### and didn't bother to turn up at the exchange
- Location
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- Location
- Staines-upon-Thames
- Reviewing
- Plusnet
- Date
- 2016-04-05
- Comments
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Paying for fibre optic and getting max 11mb speed. Phoned so many times and nothing gets sorted.
- Location
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- Location
- cambridge
- Reviewing
- Plusnet
- Date
- 2016-04-03
- Comments
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I moved from SKY (previously O2) to PlusNet on 7 March 2016 as wanted a phone/broadband package & Money Supermarket suggested a good deal.
What a mistake!
The 1st Router they said was duff (3 days internet connection down & lots of hours on phone to 2 teccies before replacement router arrived). After a few days, connection failed. Hours and hours yet again spent hanging on for up to 30 mins for phone to answer and teccy trying to sort problem in vain. Said replacement Router must be faulty, so they sent me a 3rd Router & guess what - after a few days broadband connection failed. Emailed CEO who passed to Customer Relations guy LL whom he'd "charged with sorting this out once and for all". LL twiddled remotely & said problem now permanently fixed. OH NO, connection failed again on 31 March and again today, 3 April (both sorted by me with paperclip reset).
LL keeps office hours so no-one to contact evenings or Sundays.
I may not like Murdoch, but at least Sky (and O2 before it) never once gave me a broadband problem.
I need broadband access for my work 24 hours a day and here am I, less than one month after moving to PlusNet and 3 Routers later, still without a dependable service.
Caveat emptor!
- Location
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- Location
- derbyshire
- Reviewing
- Plusnet
- Date
- 2016-04-01
- Comments
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The worst experience I have ever had with a broadband company. Initially terrible download speeds. Customer support telephone waiting times of a minimum 45 minutes. Tried to charge me £50 for engineer call-out when they failed to keep the first appointment and were in breach of the"no show" terms they had set for the first appointment. Just counting the weeks until the contract finishes.
- Location
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- Location
- Scotland
- Reviewing
- Plusnet
- Date
- 2016-03-31
- Comments
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They should be prosecuted under trades description act for their TV ad. Atrocious customer service average 40 minute wait to get through on phone and you can rarely access them online via chat as its regularly unavailable especially at weekends. Very slow speed and connection drops constantly. I chose to pay the cancellation fee just to get away from them. Moved to SKY and glad I did. Speed back up to normal and customer service calls answered in a couple of minutes
- Location
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- Location
- Ellesmere Shropshire
- Reviewing
- Plusnet
- Date
- 2016-03-30
- Comments
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The connection is dreadful, i just upgraded from standard broadband to super fast. max i get is 37,it should be 78 min. the customer support team aren't helpful at all after 20 mins trying to cancel the whole thing phone inc they want to charge me a fee because it's been 15 days since i ordered it and and 1 day live.I have been with them 11 years only cause its better the devil.I wish i had shopped around first.PLZ avoid,you will be glad you did.
- Location
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- Location
- hertfordshire
- Reviewing
- Plusnet
- Date
- 2016-03-30
- Comments
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Signed up online including providing bank details for direct debit. 10 days later, no router arrived, not received any confirmation from Plus. Telephoned them to find out that they have done nothing as they havent bothered to take the money. I hear they have been bought by BT which may explain the deterioration in their service. Cancelled order and gone with someone else.
- Location
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- Location
- West London
- Reviewing
- Plusnet
- Date
- 2016-03-29
- Comments
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Called to discuss contact and decided to give Plusnet a try, after all, it couldn't be worse than Virgin Media. How wrong I was! Setting up the contract was fine and I paid the line rental and call package in advance. I agreed to take an Anytime International Calling Package which, for £7.50 per month gives me 300 minutes of calls to Sweden and Canada where I have friends who I speak to regularly. First mistake was when they transposed to numbers of the number I wanted to port to my new account. I called and was assured this would be no problem and this would be put right. Called back some days later ... nothing had been done. Customer Service assistant cancelled the contract and said the new number would be working in a few days. Called back some days later to find out when and was spun a cock-and-bull story about having to wait two days after cancellation and then ANOTHER two days to set up another. This was the point I asked to be transferred to a manager as Customer Services were clearly telling lies. The supervisor called back and agreed to give me the International Call Package for 12 months at no charge to apologise for their inefficiency and lies. I agreed to this but warned that I would watch them in the future to make sure they took no payments from my account as all charges had either been paid in advance or given free. Guess what? This weekend I was sent a bill for £18.22. Customer services tell me that the International Calls can only last 30 mins and the one call I made went over that and they were charging me 0.73p for that. The rest was made up of charges either already paid or given as an apology. A 25 minute call today told me that they would go ahead and take the payment from my account ... And refund it 5 days later. I'm a pensioner and while £17.49 is nothing to Plusnet, it is a lot to those f us with just a state pension to live on. I asked for a call back within an hour and was advised that this wan impossible and that it would be between 2 to 5 hours. It's now 7 hours and guess what? Exactly! No one can be bothered to provide good customer service but are happy to lie to and steal from their customers.
- Location
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- Location
- Port Talbot
- Reviewing
- Plusnet
- Date
- 2016-03-29
- Comments
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The actual broadband is fine, Bt deal with that anyway. The real problem with this company is everything else. Rude and argumentative reps, incompetent billing, the adding of charges for problems THEY create to increase revenue. Truly not a good company AVOID
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-03-28
- Comments
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Slow, intermittent and unreliable internet. Washing movies online, even a 720p or 480p low resolution on youtube, has become a painful experience since I moved to Plusnet. I was previously with Sky and the year before with Talk talk, and never experience such low speeds. Pages are taking ages to load, it is making me feel I am back to early days of dialup internet. I was trying to save some money thinking I was getting a good deal, as speed promises where the same as my previous providers, but now I realised I made a really bad move. I want to go back to 2016 with fast internet! I think I will need to take it to ofcom in order to get out of this contract. PS; speed was fine on the first 3 weeks which included the 2 weeks trial period. Unfortunately, the starting reliable speed and connection was only a trap. Download speeds are not varying in between tests from 7.22 down to 2.33. But the graphics show a very unstable image every time.
- Location
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- Location
- sunderland
- Reviewing
- Plusnet
- Date
- 2016-03-28
- Comments
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They charge for everything...Lots of surprise!
- Location
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- Location
- Evesham
- Reviewing
- Plusnet
- Date
- 2016-03-25
- Comments
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do not touch this company with a barge pole, very poor customer service.
worth paying a little more and dealing with a company who at least can answer a call or respond to a complaint.
5 days without a phone line and 51 days to connect broadband and not received cashback
- Location
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- Location
- Harlow
- Reviewing
- Plusnet
- Date
- 2016-03-24
- Comments
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i will not tell anyone to get plusnet. Issues i had during 12 month contract: 1) very slow and unreliable service, 2) very slow response to fix issues, 3) even dough i have cancelled my direct debit and i told them that i will not be renewing the contract they still tried to charge me for the month that was following the 12month time, foruntately i have called them on 24th (my contract ended on 22nd) and thanks to that i will have to pay for two extra days not for a month but still the fact that they were trying to charge me for service is bad (i told them i will not be renewing the contract and dont want their service over a month before contract finished). I give them 2 for customer service because i dont have to wait on hold for 2h to actually speak with someone.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-03-24
- Comments
-
Likewise, I've had a dreadful service from Plusnet. I'm actually in the ridiculous situation where I'm paying for phone line and braodband but receiving neither! Once again, they have me over a barrel with outrageous cancellation fee so I'm stuck with them. Counting the days til I'm out of contract.
- Location
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- Location
- Cambridgeshire
- Reviewing
- Plusnet
- Date
- 2016-03-24
- Comments
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Absolutely poor service, I was meant to recieve my internet 1 week ago and they still haven't came, infact they cancelled it twice and still hasn't given me a date. Poor customer service and reliability. I would ask for my money back and cancel my contract but they have already took my deposit, plusnet is a professional bunch of thieves.
Warning to everyone!!! Don't choose plus net!!! Pay the extra money and go with someone better!
- Location
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- Location
- Canterbury
- Reviewing
- Plusnet
- Date
- 2016-03-24
- Comments
-
I've been with PlusNet for nearly two years and am about to cancel. Initially service was good and access to telephone support was generally prompt. Just recently I've been getting repeated issues with emails being rejected by PlusNet portal (i.e. the emails don't ever get sent - they're not rejected by the recipient mail server). Trying to contact telephone support has become more and more tedious - long waits for their call centre to respond and, thus far, no resolution.
I have two accounts with PlusNet, both of which are business accounts - and one of the reasons for paying more for business accounts was to get better service ... which no longer seems to be the case.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.